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Guy is an exponential growth 
lever, as simple as that. 

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And for for somebody to be 
overly cautious and risk averse 

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now to say, no, I'm not going to
do that. 

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We'll wait and see what you know
Fred does next door. 

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Good luck with that. 
I don't expertly be alive in two

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to five years. 
Welcome to The Kingdom's 

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00:00:27,840 --> 00:00:31,160
podcast, where we share the 
stories of extraordinary people 

8
00:00:31,160 --> 00:00:34,360
and dissect hot, relevant topics
that shape our world. 

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From visionary leaders to 
trailblazing creatives, we 

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00:00:37,400 --> 00:00:40,760
uncover the mindset, strategy, 
and grit behind greatness. 

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Whether it's business, culture, 
or personal growth, we ask the 

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real questions. 
This isn't just conversation, 

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it's transformation. 
The Kingdom's podcast, Your Next

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00:00:50,280 --> 00:00:54,040
Breakthrough, starts here. 
Music licensing reimagined. 

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Your life, ladies and gentlemen,
you are once again welcome to 

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the kingdom's forecast. 
And today I have with me 

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fighting out of Hampshire, 
England like welcome, Joe. 

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Joan Rather, Joan, the customer 
service revolutionizer. 

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DRS. 
How are you, Joan? 

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Hi, Adam Minder, nice to meet 
you. 

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I'm very well. 
Thank you very well. 

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Wow, wow, wow. 
For a minute there, you know, 

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you're always thinking I'm a 
fighter now, you know, But of 

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course you're fighting a life 
like I don't. 

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I know you are a philosopher 
like myself, but what do you 

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think about the concept of life 
being a fight? 

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Life being a battle place? 
Well, that's an interesting one 

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to start with life as a battle 
place. 

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I'd like to see it as a journey,
a journey of discovery, self 

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discovery and other discovery. 
And you know, we are, I'd say 

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complex beings. 
Maybe comprehensive beings is a 

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better term given that we have 
lots of intelligences and we 

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might talk about artificial 
intelligence at some stage. 

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But of course. 
We will always talk about 

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artificial intelligence. 
We will always do that. 

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Why? 
Guess what? 

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Guess what I am, I am AI because
my first name is Atimala. 

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My middle name is Sasima. 
So by default, my my nieces are 

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AI. 
I guess my, my parents, my 

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parents had an incline knowing 
that this guy is going to this 

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guy is going to be an AI 
evangelist in the future. 

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So let us let us align him. 
So you cannot talk to me without

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talking about AI? 
Please. 

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That was a prophecy come true. 
There we go. 

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There you go. 
So AI, please, please talk to me

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about it. 
We'll get to that, I'm sure. 

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But you know, AI is only another
technology, let's put it that. 

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And as I would always say, and 
anybody who's seen me followed 

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me on LinkedIn, my mantra is 
that it's all about service. 

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Life is all about service, 
frankly, because you know, 

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service is about people and 
people about each other and 

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about community and about love 
and care and support. 

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And it's no different in the 
business world. 

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We just shy away from different 
languages and different words. 

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But service is about caring for 
each other, whether they be your

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customers, your employees, your 
other stakeholders, whomever 

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they might be. 
So. 

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Me life is all about service. 
I love that, you know, very, 

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very much aligns with my 
philosophy. 

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It it just feels as though you 
have been eavesdropping on my 

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previous, you know, 
conversations with guests. 

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And of course, my my previous 
episodes are anybody that 

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follows this podcast very 
closely would have heard me say 

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multiple times that the greatest
leaders in life are servant 

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leaders. 
You know, service to humanity is

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a privilege, right? 
So. 

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It is. 
Look at the greatest leaders, 

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Jesus Christ, Prophet Muhammad, 
you know, come down to 

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contemporary leaders Mahatma 
Gandhi, Nelson Mandela, Ronald 

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Reagan, Bill Clinton, Barack 
Obama. 

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Name any any major leader. 
These guys are all 7 leaders for

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you to be great in life you need
to serve but I. 

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Agree. 
I agree. 

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People, people don't get it. 
And it's hard, you know, let's 

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not be, let's not be naive about
it. 

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To serve is actually probably 
the highest calling, right? 

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But it's and it takes because it
takes levels off honesty takes 

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levels of authenticity and 
sacrifice. 

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And in our day and age, a lot of
people don't want to make 

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sacrifice and sacrifice is hard.
Who would want to make that? 

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But there are times when you're 
called to, and I challenge 

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people when they, and I've heard
in business life people say, Oh,

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well, it's all about servant 
leaders and we want our, you 

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know, top people to be servant 
leaders and etcetera, etcetera. 

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And I'll ask the question, well,
yeah, that's fine. 

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But does that mean that you'll 
put yourself out of a job first 

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before any of your employees? 
Because that's the sacrifice of 

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a servant leader for me. 
You know, be careful of using 

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that term about yourself, 
particularly because it's a very

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high calling and I don't 
generally allow people to get 

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away with late using it as the 
latest buzzword anyway. 

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We don't. 
And of course, you know, we, we 

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love to, we love to digress, we 
love to swim deep, we love to 

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deep dive. 
And of course, you know, in, in 

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a lot of the, the deep knowledge
oceans. 

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And that is what this platform 
is about. 

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It is an educational podcast and
our two main goals are to 

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educate and to inspire. 
That is what we set out to 

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achieve on here. 
So you talked about life being a

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journey and your own life has 
actually truly been a journey. 

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You know, I look at that 
extraordinary 35 year journey 

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from engineering to executive 
leadership. 

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What was that pivotal moment 
that shaped your mission to 

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revolutionize service 
excellence? 

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Yeah, that's an interesting 1. 
I think I was, you know, I've 

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been, when I look back, it's 
easy to see when you look back. 

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I think sometimes when you're in
the middle of it, you might be 

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aware of it, but you don't 
generally get to have the big 

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perspective. 
So 35 years later, I, I get the 

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opportunity to reflect on a 
journey where actually I was 

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placed, if you like, in the 
world of service and operations.

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So if you cut me through and 
through, you'll find a, a guy of

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service and operations in the 
business world. 

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I love business. 
I love leadership of business. 

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And I suppose that formed my 
early thinking that actually, 

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you know, no rocket science 
here, but we're all about 

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serving customers. 
It's an obvious one, but I I'm 

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staggered at how many 
organizations still seem to 

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forget that or not put that 
front and centre and they get 

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diverted, Especially in these 
days of technology because it's 

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easy to go do things and do 
things with technologies and 

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activities and all sorts of 
things and actually sometimes 

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forget that it's all about the 
customer and how they journey 

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with you as well. 
Exactly so. 

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I realized maybe I had the 
opportunity to move from being a

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full time executive employee. 
I was chief operating officer of

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an operational technology 
company that did vehicle 

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tracking. 
And this was a while ago. 

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And I had the opportunity to 
move out of the corporate full 

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time world and move into the 
consulting world and the 

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freelance world. 
And I started. 

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I had intent to set up my own 
business at the time, 

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butitwas.com.com era and people 
only ever wanted to invest 

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in.comsinthe.com booth. 
So I set up acoupleof.com 

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organisations and companies, one
of the first jobs boards for 

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people with MBAs because I was 
halfway through my MBA at the 

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time and it seemed like the web 
was great for if it was good for

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anything. 
It was good for putting people 

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in touch with each other and 
matching. 

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Simply matching one side and the
other using database. 

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Web-based enabled database 
matching. 

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So I'd set that up and yeah, it 
did OK. 

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It was never going to bring in 
the millions that perhaps I 

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wanted. 
But frankly, I wasn't prepared 

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to seek the investment, the big 
investment tickets that were 

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around at the time, in large 
part because you'd have to sell 

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your soul really, and probably 
your family and your home and 

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everything at the same time. 
And I wasn't prepared or were 

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able to do that at the time. 
But it led me into a different 

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world, a world of freelance and 
consulting. 

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Even though, and I'll let you 
into a little secret here, I had

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sworn to myself that I never 
wanted to be a. 

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Why you don't want to be like 
me? 

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25 years later, having been a 
consultant on and off, I've also

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been back in full time corporate
employment on and off. 

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And I guess we say these days I 
had and still have a bit of a 

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portfolio career, which is 
lovely because it's about 

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variety. 
One of the reasons I came out of

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corporate life at the time was 
because my my first daughter was

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born and I wanted time to spend 
with her as she was growing up. 

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And then my second daughter was 
born. 

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My second daughter actually took
us into the world of complex 

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special needs. 
So her world was very, very 

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different. 
And my wife and I need a lot of 

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time to attend lots of medical 
consultations and lots of 

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meetings and all sorts of 
things. 

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So I had the the blessing and 
the privilege to spend time with

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both my girls as they were 
growing up. 

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And so I found myself in the 
world of freelance. the IT guys 

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came and found me and they said,
you know something about 

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service, Come and run our IT 
service management projects, 

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which I did for the likes of BP 
and Vodafone and Diageo and 

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Unilever and many of the big 
guys and thoroughly enjoyed it, 

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thoroughly enjoyed it and 
learned a lot. 

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And this is what I always say to
people, you know, everywhere you

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go, the opportunity is to learn.
To learn. 

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All right, and. 
To say that you need to learn 

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before you can earn and learn 
and expand your earning 

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potentials. 
That's very true, of course. 

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So I spent 1213 years or so 
freelance project and program 

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management in the world of IT 
and technologies after doing 10 

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years worth of corporate life in
service and operations 

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leadership, as I say, leaving as
Chief Operating officer of a 

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medium sized organization. 
And I then got pulled back into 

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the world of consulting. 
I headed up service management 

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consulting for Capgemini in the 
UKI went and joined one of the 

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big IT software providers. 
So it's now for a couple of 

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years, but I've always 
maintained close contact with 

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clients that I've worked with 
because we were talking before, 

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weren't we, that human 
relationship? 

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00:11:51,800 --> 00:11:56,360
Again, people do business with 
people and generally people like

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people. 
It's kind of the way that we 

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00:11:58,320 --> 00:12:01,080
work. 
So the challenge these days, and

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00:12:01,080 --> 00:12:03,840
we'll get onto it, the challenge
these days in the world of 

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artificial intelligence is an 
interesting one. 

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And because I've been in the 
world of technology, but always 

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had that focus on service and 
operations, it got me to a point

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00:12:16,880 --> 00:12:21,360
where I thought, you know what? 
I my reflection on 2530 odd 

199
00:12:21,360 --> 00:12:26,640
years of of work in that 
environment, technology enabled 

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00:12:26,640 --> 00:12:32,120
service offers me a particular 
perspective and learned 

201
00:12:32,120 --> 00:12:35,920
experience that I can now turn 
around and offer back to 

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00:12:36,600 --> 00:12:39,200
organizations, be they large, 
medium or small. 

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And I work with large clients, 
but equally so, I'm working and 

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I want to work with more medium 
sized organizations, more scale 

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00:12:47,800 --> 00:12:51,600
up organizations, the folks that
really can make a difference 

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00:12:51,600 --> 00:12:54,400
quickly because they can make 
quick decisions, they get it 

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00:12:54,400 --> 00:12:57,760
quickly. 
They're happy to bring alongside

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00:12:57,760 --> 00:13:02,080
them some expertise. 
One of the ways I do that these 

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00:13:02,080 --> 00:13:05,760
days is not to charge high 
ticket price consulting rates. 

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00:13:06,560 --> 00:13:09,960
But what I've done is I've 
packaged up the 35 years worth 

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00:13:09,960 --> 00:13:15,120
of experience into a course, a 
coaching and advisory program 

212
00:13:15,120 --> 00:13:18,880
that wraps around the course so 
that the smaller, the medium 

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00:13:18,880 --> 00:13:24,320
sized organizations get the 
chance to really exploit my 

214
00:13:24,320 --> 00:13:27,680
learnings that I've learned in 
all those large organizations. 

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00:13:28,040 --> 00:13:31,520
But now packaged up into a 
framework that gives them a 

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00:13:31,520 --> 00:13:35,160
toolkit and a way forward to 
help them accelerate their 

217
00:13:35,160 --> 00:13:38,040
growth. 
Be it revenue, be it new lines 

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00:13:38,040 --> 00:13:42,000
of business, be it operating 
costs and reducing costs, be it 

219
00:13:42,000 --> 00:13:44,800
reducing risk, whatever it might
be. 

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00:13:44,800 --> 00:13:48,600
The Customer Service 
Revolutionizer is the framework 

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00:13:48,600 --> 00:13:52,440
that I now use to support 
organizations in their business 

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00:13:52,440 --> 00:13:56,560
outcomes. 
You know service LED businesses 

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00:13:56,720 --> 00:14:00,600
right? 
Will never go into extinction as

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00:14:00,600 --> 00:14:07,080
long as the human risk exists. 
Agra and like I said previously,

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00:14:08,120 --> 00:14:12,000
services are privileged. 
I do have a first degree in 

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00:14:12,000 --> 00:14:15,360
economics and I remember 
speaking with somebody yesterday

227
00:14:15,360 --> 00:14:19,120
and we were talking about money,
the concept of money as a store 

228
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value. 
Money is a store value to 

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individuals, to entities, to 
corporations, and they will 

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exchange that value with a 
person or another entity if 

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there is a perceived exchange of
value. 

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And that is what you have been 
able to do successfully. 

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Package value, offer that value 
and you get value in return. 

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Absolutely. 
But it seems like a lot of 

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individuals have not been able 
to clock that methodology. 

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00:15:03,760 --> 00:15:08,640
But based off your experience, 
like what does service LED 

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business growth really mean in 
today's experience economy and 

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why should every executive care 
about it? 

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We are all experts in the world 
of customer service, are we not?

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We know when we've been served 
well, we enjoy it, we like it, 

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00:15:27,760 --> 00:15:32,280
we're grateful for it, it brings
out the best in US and we 

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usually go back for more. 
So there's a really simple 

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business model here that says 
serve your customer well in a 

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00:15:42,720 --> 00:15:47,400
truly outstanding manner and 
you'll just get repeat business 

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from the customer. 
It's the most obvious one. 

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00:15:51,480 --> 00:15:54,800
There is the notion, of course, 
McKinsey did the study ages ago,

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00:15:54,800 --> 00:15:59,080
didn't they, that the cost of 
finding new customers is 

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00:15:59,080 --> 00:16:04,120
significantly higher than 
actually just increasing the 

249
00:16:04,120 --> 00:16:08,000
revenue you get from existing 
customers by serving them even 

250
00:16:08,000 --> 00:16:11,120
better, right? 
And working with them as true 

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00:16:11,120 --> 00:16:16,000
partners these days. 
Because if you serve them well, 

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then let's put it in business 
language, their satisfaction 

253
00:16:19,920 --> 00:16:25,040
increases. 
I might say, therefore, your NPS

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00:16:25,040 --> 00:16:30,120
scores go up. 
If their satisfaction improves 

255
00:16:30,120 --> 00:16:33,560
and increases, then they buy 
more from you. 

256
00:16:34,840 --> 00:16:40,240
The retention goes up. 
They become advocates for you 

257
00:16:40,240 --> 00:16:41,840
and your I. 
Was waiting for that. 

258
00:16:41,960 --> 00:16:46,920
I was waiting for that because 
that word of mouth referral and 

259
00:16:46,920 --> 00:16:51,120
advertisement is the most 
effective form of advertisement 

260
00:16:51,120 --> 00:16:52,800
and marketing. 
Simple. 

261
00:16:53,120 --> 00:16:56,440
Yeah, yeah. 
And and so, you know, there's a 

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00:16:56,480 --> 00:17:00,840
they, they stay partnering with 
you in what we call the customer

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00:17:00,840 --> 00:17:02,560
journey, the lifetime journey, 
right. 

264
00:17:03,160 --> 00:17:06,920
So I'm bemused. 
I'm often bemused when I go into

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00:17:06,920 --> 00:17:12,720
organizations and I look at the 
mediocre or poor levels of 

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service that they actually offer
to their customer base. 

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00:17:17,480 --> 00:17:20,280
Now there may be lots of 
different reasons for that, 

268
00:17:20,280 --> 00:17:22,520
right? 
Not least, let me give you a 

269
00:17:22,520 --> 00:17:26,119
few. 
Over the years and decades, 

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00:17:26,119 --> 00:17:29,680
let's say companies have become 
highly fragmented. 

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00:17:30,720 --> 00:17:36,040
Now for me, a highly fragmented 
organization cannot join up to 

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00:17:36,320 --> 00:17:41,840
what I call it's end to end 
service delivery, which should 

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00:17:41,840 --> 00:17:49,080
match the customer journey. 
So the consequence of that is 

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00:17:49,080 --> 00:17:52,800
that you and I as a customer, 
when we're trying to deal with 

275
00:17:52,800 --> 00:17:57,680
our suppliers, we fall between 
internal silos, internal 

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00:17:57,680 --> 00:18:03,360
departments, internal systems, 
internal ways of doing things. 

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00:18:03,360 --> 00:18:07,280
And I go, why do I care anything
about your internal 

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00:18:07,280 --> 00:18:09,320
organization? 
I don't. 

279
00:18:09,560 --> 00:18:11,560
I don't care about your 
technology. 

280
00:18:11,840 --> 00:18:14,600
I don't care about your 
solutions, your systems, your 

281
00:18:14,600 --> 00:18:16,320
projects. 
I don't. 

282
00:18:16,360 --> 00:18:20,240
I only care about the quality of
service that you are delivering 

283
00:18:20,240 --> 00:18:23,160
for me and the value that I get 
for it. 

284
00:18:23,560 --> 00:18:28,480
So stay focused please, on 
ensuring A seamless, 

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00:18:28,480 --> 00:18:34,280
frictionless customer journey. 
Now again, one of the big things

286
00:18:34,280 --> 00:18:38,600
that organizations forget 
service starts the moment a 

287
00:18:38,680 --> 00:18:43,280
prospective customer engages 
with your customer, with your 

288
00:18:43,280 --> 00:18:49,000
business, IE these days that's 
either your website and or your 

289
00:18:49,000 --> 00:18:53,760
social media accounts. 
You don't get to interact with 

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00:18:53,800 --> 00:18:59,840
the prospective customer until 
they are 70% through the buying 

291
00:18:59,840 --> 00:19:03,400
cycle. 
In many respects, this is all 

292
00:19:03,400 --> 00:19:05,960
borne out by current research, 
right? 

293
00:19:06,280 --> 00:19:13,280
The world of the customer buyer 
power has changed massive 

294
00:19:13,360 --> 00:19:16,240
massively without great 
technologies that we have. 

295
00:19:17,160 --> 00:19:22,040
So organizations are forgetting 
a lot of the basic principles of

296
00:19:22,040 --> 00:19:25,640
how to serve customers well. 
And it's not about technologies,

297
00:19:25,640 --> 00:19:29,200
it's not about internal 
departments. 

298
00:19:29,200 --> 00:19:31,920
There are too many silos and 
fragmentation. 

299
00:19:31,920 --> 00:19:35,080
They may have run voice of the 
customer programs, they may 

300
00:19:35,080 --> 00:19:38,840
have, you know employed the best
suppliers. 

301
00:19:38,840 --> 00:19:41,440
They may have done all sorts of 
great things. 

302
00:19:41,440 --> 00:19:46,440
But if they are not joining up 
the end to end customer journey,

303
00:19:47,280 --> 00:19:49,320
then they're not delivering 
great service. 

304
00:19:51,080 --> 00:19:52,560
Absolutely. 
Is that my turn? 

305
00:19:53,640 --> 00:19:57,800
Definitely, definitely. 
And I'm quite curious, 

306
00:19:57,800 --> 00:20:02,280
especially given the privilege 
that you've had to, to work 

307
00:20:02,280 --> 00:20:08,080
across a lot of these Titans, 
you know, the likes of BP, 

308
00:20:08,080 --> 00:20:10,760
that's British Petroleum, 
Vodafone. 

309
00:20:11,320 --> 00:20:16,160
Diageo and, you know, helping 
them reimagine the possible when

310
00:20:16,160 --> 00:20:22,840
it comes to customer service, 
you know, but peeking from your 

311
00:20:22,840 --> 00:20:25,880
wealth of experience, what has 
been the most surprising lesson 

312
00:20:25,880 --> 00:20:28,480
that you've learnt, You know, 
working across these diverse 

313
00:20:28,480 --> 00:20:32,880
sectors, you know, although they
are diverse, but customer 

314
00:20:32,880 --> 00:20:38,120
service is a common denominator 
because that is what business is

315
00:20:38,120 --> 00:20:41,920
set out to do. 
Every business has a customer. 

316
00:20:41,920 --> 00:20:46,360
What is that surprise that 
you've had across part in terms 

317
00:20:46,360 --> 00:20:51,560
of the customer service despite 
the diversity of the sectors? 

318
00:20:51,680 --> 00:20:55,440
Honestly, I think it's in some 
of the the inference that I 

319
00:20:55,440 --> 00:21:02,240
spoke about earlier on by way of
the large organization not being

320
00:21:02,240 --> 00:21:06,760
joined together in the customer 
journey. 

321
00:21:07,360 --> 00:21:10,440
So many organisations say, Oh 
yeah, yeah, we do customer 

322
00:21:10,440 --> 00:21:16,560
journey mapping and they 
understand to some degrees how 

323
00:21:16,560 --> 00:21:19,480
their customer moves through 
their organization. 

324
00:21:20,640 --> 00:21:26,880
And they have great people, 
great processes, great 

325
00:21:26,880 --> 00:21:30,760
technologies, but they don't 
bring them together to actually 

326
00:21:31,360 --> 00:21:38,920
deliver that seamless journey. 
And nobody tests well enough the

327
00:21:38,960 --> 00:21:43,440
customer journey before they 
quote UN quote, put things live 

328
00:21:43,800 --> 00:21:46,320
right. 
They they, they close. 

329
00:21:46,360 --> 00:21:51,240
The segregation, especially with
those larger scale enterprises. 

330
00:21:51,280 --> 00:21:54,000
Yeah, yeah. 
Now, you know, I'd say a lot of 

331
00:21:54,000 --> 00:21:58,520
this has to do with leadership, 
frankly, because for me, a great

332
00:21:58,520 --> 00:22:03,080
business leader has to see the 
organization from end to end, 

333
00:22:03,480 --> 00:22:07,600
has to truly understand the 
journey that customer goes 

334
00:22:07,600 --> 00:22:10,040
through from end to end and that
journey. 

335
00:22:10,520 --> 00:22:13,520
That that is right from, you 
know, like your purchase order 

336
00:22:13,600 --> 00:22:17,520
down to your payables, right? 
You have to have that same 

337
00:22:17,520 --> 00:22:21,120
synergy. 
Across board, but you see my my 

338
00:22:21,120 --> 00:22:26,000
argument also, Adam only is that
service starts when the 

339
00:22:26,000 --> 00:22:31,000
prospective customer starts to 
engage with your organization, 

340
00:22:32,760 --> 00:22:35,600
right? 
How well does your website offer

341
00:22:35,600 --> 00:22:39,760
them the information that they 
need to make quick decisions? 

342
00:22:40,240 --> 00:22:45,680
How well does it give them build
their trust of your organization

343
00:22:45,680 --> 00:22:50,480
and its capability and how you 
will treat them if they give you

344
00:22:50,480 --> 00:22:55,160
money and become your customer? 
How well do you give them that 

345
00:22:55,160 --> 00:22:58,560
warm feeling? 
Because we still, many of us 

346
00:22:58,560 --> 00:23:03,520
make decisions based on our 
emotions, and then we seek the 

347
00:23:03,520 --> 00:23:08,680
facts and the figures to justify
and substantiate our emotional 

348
00:23:08,680 --> 00:23:10,680
decision. 
Because we're human beings. 

349
00:23:11,120 --> 00:23:14,680
That's how you very. 
True emotions a lot of times. 

350
00:23:15,000 --> 00:23:16,760
Trump's logic for. 
Human beings. 

351
00:23:17,360 --> 00:23:19,560
Now here's the interesting thing
of that. 

352
00:23:19,560 --> 00:23:24,880
And many of the organizations 
I've worked for and with forgets

353
00:23:24,880 --> 00:23:28,880
this. 
This is an important lesson that

354
00:23:28,880 --> 00:23:34,200
I've learned. 
The buzzword over the last 1015 

355
00:23:34,200 --> 00:23:36,800
years has been customer 
experience. 

356
00:23:37,480 --> 00:23:41,240
And I get it, I get it. 
We all and because that ties 

357
00:23:41,240 --> 00:23:46,240
into the emotion. 
So let's unpick this a little 

358
00:23:46,240 --> 00:23:50,480
bit, right? 
What we're saying is that when I

359
00:23:50,480 --> 00:23:54,680
feel good about the product or 
service that I've just bought 

360
00:23:54,760 --> 00:23:59,440
and consumed, then I will 
usually go back because it was 

361
00:23:59,440 --> 00:24:01,600
great and it made me feel good. 
And that's all. 

362
00:24:01,760 --> 00:24:06,720
And we all want to be made to 
feel good and feel that we're 

363
00:24:06,720 --> 00:24:10,360
getting good value for money out
of whatever it is we've bought, 

364
00:24:10,360 --> 00:24:14,320
whether it's a business to 
business product. 

365
00:24:14,760 --> 00:24:17,080
Service. 
Or whether it's a business to 

366
00:24:17,080 --> 00:24:19,600
consumer thing, whether it's a 
restaurant we've gone to or a 

367
00:24:19,600 --> 00:24:21,360
hotel or whatever it might be, 
right? 

368
00:24:21,640 --> 00:24:24,760
We all are human beings. 
We all want to feel that we've 

369
00:24:24,760 --> 00:24:27,760
got value for money. 
And it made me feel good. 

370
00:24:28,160 --> 00:24:30,120
I get it. 
Exactly. 

371
00:24:30,120 --> 00:24:31,920
You know, I'll give you the I'll
give you this. 

372
00:24:31,920 --> 00:24:33,520
People don't remember what you 
did to them. 

373
00:24:33,520 --> 00:24:35,400
People remember how you made 
them feel. 

374
00:24:35,880 --> 00:24:37,360
Correct. 
Absolutely. 

375
00:24:37,720 --> 00:24:45,880
Here's the But many 
organizations think they can 

376
00:24:45,880 --> 00:24:54,360
control experience, but 
experience, by definition is 

377
00:24:54,360 --> 00:25:00,040
something that the individual 
goes through. 

378
00:25:01,160 --> 00:25:04,760
It's an external variable, not 
an internal variable. 

379
00:25:05,000 --> 00:25:09,200
Correct, it's nothing that you 
can deliver. 

380
00:25:09,560 --> 00:25:15,720
You can, however, deliver great 
service and a great product if 

381
00:25:15,720 --> 00:25:19,200
you like, that delivers the 
value with the service wrapper 

382
00:25:19,200 --> 00:25:23,440
around it, right? 
So the organization can actually

383
00:25:23,520 --> 00:25:28,280
only deliver a great product and
service combination. 

384
00:25:28,960 --> 00:25:33,080
And I hope that it's got 
everything good enough to 

385
00:25:33,080 --> 00:25:37,840
deliver the great thought for 
you then to experience it in a 

386
00:25:37,880 --> 00:25:42,080
fantastic way. 
Because you and I can go to the 

387
00:25:42,080 --> 00:25:45,840
self same restaurant, for 
example, eat the self same food 

388
00:25:45,840 --> 00:25:49,760
and menu, but actually come out 
with a different experience 

389
00:25:49,760 --> 00:25:52,240
altogether. 
Because it's very individual. 

390
00:25:52,560 --> 00:25:55,640
And it's about emotions and all 
sorts of things that might have 

391
00:25:55,640 --> 00:25:59,240
been going on in my life that 
day and your life that day. 

392
00:25:59,960 --> 00:26:03,400
Lots of stuff that the company 
cannot control. 

393
00:26:04,040 --> 00:26:06,440
Exactly. 
So my challenge to the 

394
00:26:06,440 --> 00:26:12,080
leadership is why are you so 
focused on trying to deliver 

395
00:26:12,080 --> 00:26:16,080
what you think is the Holy 
Grail, which is customer 

396
00:26:16,080 --> 00:26:21,800
experience? 
When you ignore the outstanding 

397
00:26:21,800 --> 00:26:26,240
service that you have to deliver
to your customer, you pay lip 

398
00:26:26,240 --> 00:26:29,000
service to that. 
Some organizations actually 

399
00:26:29,000 --> 00:26:33,000
think service is still an 
afterthought. 

400
00:26:33,400 --> 00:26:36,000
They think it comes after the 
sale. 

401
00:26:36,400 --> 00:26:39,280
They might even have a 
department still called customer

402
00:26:39,280 --> 00:26:42,560
service. 
And you go, wow, Gryce, have we 

403
00:26:42,560 --> 00:26:46,200
not learned anything in these 
last 25 years? 

404
00:26:46,720 --> 00:26:51,560
Have we not learned that life is
a is all about service? 

405
00:26:51,560 --> 00:26:54,560
As I said right at the 
beginning, my mantra, it's all 

406
00:26:54,560 --> 00:26:58,440
about service, whether you're 
serving a prospective customer, 

407
00:26:58,440 --> 00:27:02,760
an existing customer, a customer
who might choose to go somewhere

408
00:27:02,760 --> 00:27:04,360
else. 
It's all about a human 

409
00:27:04,360 --> 00:27:08,280
relationship. 
So there's lots of lessons. 

410
00:27:08,800 --> 00:27:11,840
I hope I'm not boring you and 
your your listeners. 

411
00:27:12,680 --> 00:27:17,120
There's lots of lessons over 
those 35 years that I've 

412
00:27:17,120 --> 00:27:22,840
packaged up into hopefully an 
easily consumable framework that

413
00:27:22,920 --> 00:27:26,640
because again, you see, the 
other thing is my career's been 

414
00:27:26,640 --> 00:27:30,040
about implementation, not about 
theory, right? 

415
00:27:30,040 --> 00:27:32,600
Yeah, I've done the theory. 
I've done my MBA, I did my 

416
00:27:32,600 --> 00:27:35,200
electronics degree. 
I've built on that. 

417
00:27:35,200 --> 00:27:38,280
I used those. 
But I always loved business and 

418
00:27:38,280 --> 00:27:40,400
I always loved service and 
operations. 

419
00:27:40,920 --> 00:27:45,280
So I've always used what I've 
learned, but I've tried to help 

420
00:27:45,400 --> 00:27:50,480
clients implement it to make a 
real difference to their 

421
00:27:50,480 --> 00:27:54,680
organization and their customers
because as you said, it's all 

422
00:27:54,680 --> 00:27:57,960
about the value that the 
customer gets at the end of the 

423
00:27:57,960 --> 00:28:00,360
day, that's the outcome that you
want to achieve. 

424
00:28:00,880 --> 00:28:05,120
So you won't be surprised to 
hear that kind of the last 

425
00:28:05,120 --> 00:28:09,240
module, if you like, in my 
framework is all focused on the 

426
00:28:09,240 --> 00:28:12,520
customer outcomes and the 
business outcomes and staying 

427
00:28:12,520 --> 00:28:17,760
100% focused on that all the way
through any transformation 

428
00:28:17,760 --> 00:28:21,720
programs, any AI programs, 
whatever it might be, you have 

429
00:28:21,720 --> 00:28:25,760
to stay focused on the outcomes 
and the value it's delivering. 

430
00:28:26,160 --> 00:28:30,680
And so my my career has been all
about implementation and that's 

431
00:28:30,680 --> 00:28:33,560
what I bring to my client 
organizations that I work with. 

432
00:28:36,760 --> 00:28:41,640
There is a not to unpack here. 
That's one of the things that 

433
00:28:41,640 --> 00:28:44,800
jumped at me, you know, was you 
talking about your MBA? 

434
00:28:44,800 --> 00:28:48,840
And I love the MBA program. 
I do have an MBA myself. 

435
00:28:49,440 --> 00:28:54,720
And I'm quite grateful that I 
did have some work experience 

436
00:28:54,720 --> 00:28:59,400
before delve it into doing an 
MBA. 

437
00:28:59,440 --> 00:29:03,880
It helps you to get a 
perspective of the things you're

438
00:29:03,880 --> 00:29:09,800
learning and that also aligns 
with your dissecting of the 

439
00:29:09,800 --> 00:29:11,960
difference between theory and 
practice. 

440
00:29:13,560 --> 00:29:15,840
That is, you don't appreciate 
what you're taught in an MBA 

441
00:29:15,840 --> 00:29:20,840
program if you don't have that 
element of practice under the 

442
00:29:20,960 --> 00:29:25,160
practice experience. 
And you cannot buy that 

443
00:29:25,160 --> 00:29:27,320
experience. 
You need to earn it. 

444
00:29:28,640 --> 00:29:34,520
So he, he, he also talk about AI
and AI, something that is so, 

445
00:29:34,520 --> 00:29:37,800
so, so dear to my heart. 
Aside aside from me sharing the 

446
00:29:37,800 --> 00:29:45,000
same initials in AI, but I have 
practically use AI to build my 

447
00:29:45,000 --> 00:29:49,120
own personal organizations, you 
know, from scratch to something 

448
00:29:49,560 --> 00:29:53,080
building even this podcast 
platform. 

449
00:29:53,400 --> 00:29:57,080
We're probably about 18 months 
old and we've already gained a 

450
00:29:57,080 --> 00:30:01,320
lot of traction globally. 
You know, it's beautiful the, 

451
00:30:01,880 --> 00:30:06,160
the kind of, you know, quality 
of conversations we've been able

452
00:30:06,160 --> 00:30:10,880
to build, you know, the quality 
of guests we've been able to 

453
00:30:10,880 --> 00:30:17,640
assemble Many thanks to a 
vision, right, and a mission 

454
00:30:17,640 --> 00:30:20,240
that is assisted by AI. 
Yeah. 

455
00:30:21,080 --> 00:30:24,080
Thankfully, you are going to be 
episode 100. 

456
00:30:25,160 --> 00:30:31,760
How about and celebration? 
How about that AI and I, I'm not

457
00:30:31,760 --> 00:30:37,080
shy about it, right? 
I, I do have a gifted IQ and IQ 

458
00:30:37,080 --> 00:30:44,240
are both 130, but I still 
leverage on AI, you know, for a 

459
00:30:44,240 --> 00:30:47,760
lot of the things that would do 
the production, the editing, the

460
00:30:47,760 --> 00:30:52,000
marketing, the street team. 
Yeah, and. 

461
00:30:52,880 --> 00:30:55,000
It is phenomenal. 
It's beautiful to see what we've

462
00:30:55,000 --> 00:30:58,200
been able to do with AI, 
accomplished with AI, right? 

463
00:30:58,960 --> 00:31:04,080
It's just the future. 
Not talking about AI. 

464
00:31:04,080 --> 00:31:08,640
There are a lot of people would 
I say, I think I just identify 

465
00:31:08,640 --> 00:31:11,920
like a generational wars because
I'm a millennial, right? 

466
00:31:11,920 --> 00:31:14,760
I feel stuck between the Gen. 
Z's, you know, and the 

467
00:31:15,080 --> 00:31:18,600
Generation X and baby boomers, 
you know, in the conversation 

468
00:31:18,600 --> 00:31:22,040
for AI and adopting it. 
But I just see it's, it's a 

469
00:31:22,040 --> 00:31:23,480
wave. 
It's a tsunami wave. 

470
00:31:23,800 --> 00:31:26,680
It's either you go with it or 
you, you get carried away, you 

471
00:31:26,680 --> 00:31:30,680
know, by it. 
But a very big concern is the 

472
00:31:30,720 --> 00:31:34,720
area of empathy, right when it 
comes to AI and of course, in 

473
00:31:34,720 --> 00:31:38,240
terms of like beauty and 
tomorrow's service delivery 

474
00:31:38,240 --> 00:31:41,080
functions, right? 
I like for us to deep dive into 

475
00:31:41,320 --> 00:31:45,120
that cotton edge, you know, 
Speaking of the cotton edge, 

476
00:31:45,440 --> 00:31:54,680
right when it when it comes to 
AI in that service based R or or

477
00:31:54,720 --> 00:31:59,680
service delivery rather, you 
know, you are currently leading 

478
00:31:59,880 --> 00:32:02,200
the charge. 
You are a pacesetter. 

479
00:32:02,360 --> 00:32:06,880
You're a pioneer in our agent 
time and for me to you, it's a 

480
00:32:06,880 --> 00:32:11,040
very, very big appreciation of 
your expertise, your experience,

481
00:32:11,960 --> 00:32:16,280
and of course that wealth of 
knowledge and effort that you're

482
00:32:16,280 --> 00:32:23,920
putting in in this space. 
So having being that person, 

483
00:32:23,920 --> 00:32:27,000
that light in the darkness in 
our generation, leading this 

484
00:32:27,000 --> 00:32:33,120
charge towards AI assisted 
consultancy and emphasis on the 

485
00:32:33,160 --> 00:32:38,320
assistance, right? 
Because I always say that A is 

486
00:32:38,320 --> 00:32:42,120
here to be an assistant. 
AI is not here to be the 

487
00:32:42,120 --> 00:32:46,080
decision maker. 
Humans first, AI next. 

488
00:32:46,400 --> 00:32:49,480
And that's the title of one of 
my episodes, you know, with Mark

489
00:32:49,480 --> 00:32:52,920
Andrews, an AI expert in 
America, right? 

490
00:32:53,680 --> 00:32:56,160
You know, that AI assistant 
consultancy. 

491
00:32:56,160 --> 00:33:02,440
How do you see AI reshaping the 
service delivery space? 

492
00:33:02,520 --> 00:33:06,840
You know, in terms of practical 
and real world use cases and 

493
00:33:06,840 --> 00:33:10,800
ways? 
Well, it is massive opportunity,

494
00:33:11,360 --> 00:33:17,520
I would say to really spearhead 
the quality of service that gets

495
00:33:17,520 --> 00:33:21,760
delivered to an organization by 
making it much more effective 

496
00:33:21,760 --> 00:33:25,120
and or more efficient for the 
organization at the same time. 

497
00:33:25,200 --> 00:33:30,480
Because look, for the last 1520 
years, right, We've all grown up

498
00:33:30,640 --> 00:33:36,280
with mobile apps on our phones 
that allow us to do all sorts of

499
00:33:36,280 --> 00:33:39,640
things, order food, get it 
delivered. 

500
00:33:39,800 --> 00:33:45,840
Order. 
Order our flights, our holidays,

501
00:33:45,880 --> 00:33:50,360
find a job and so on. 
All enabled by amazing 

502
00:33:50,360 --> 00:33:53,800
technology, courtesy of Steve 
Jobs and many others, of course,

503
00:33:53,840 --> 00:33:57,600
but his pioneering skills and 
vision I think to bring some of 

504
00:33:57,600 --> 00:34:01,160
this technology to reality. 
And so we've benefited from 

505
00:34:01,160 --> 00:34:04,200
that. 
And so in the world of B to C, 

506
00:34:04,200 --> 00:34:07,360
it's an obvious one in the in 
the consumer world, but even the

507
00:34:07,360 --> 00:34:12,239
world of business to business, 
more of us because human beings 

508
00:34:12,239 --> 00:34:17,280
generally still at the moment at
least run the organizations and 

509
00:34:17,280 --> 00:34:22,760
work in the organizations. 
So we would like many of our 

510
00:34:22,760 --> 00:34:28,239
services within the organization
and our collaboration with other

511
00:34:28,239 --> 00:34:31,440
people in the organization, our 
colleagues, our other teams and 

512
00:34:31,440 --> 00:34:36,239
so on to be much more effective 
and much more efficient and to 

513
00:34:36,239 --> 00:34:41,560
use various buzzwords to be much
more digitally transformed to be

514
00:34:41,560 --> 00:34:44,320
enabled through better 
technologies. 

515
00:34:45,639 --> 00:34:52,480
So even when we engage with our 
suppliers as a consumer, we 

516
00:34:52,480 --> 00:35:00,640
expect much more mobile enabled 
customer service, customer 

517
00:35:00,640 --> 00:35:04,920
engagement that allows us to do 
things at the drop of a hat. 

518
00:35:05,160 --> 00:35:07,680
We just do. 
We've grown up that way and 

519
00:35:07,960 --> 00:35:10,280
that's what we expect and 
there's nothing wrong with that.

520
00:35:10,280 --> 00:35:14,760
We have an insatiable appetite 
for better and better service 

521
00:35:15,280 --> 00:35:19,280
and a nicer and warmer and 
friendlier and you know, better 

522
00:35:19,280 --> 00:35:22,600
feeling from our interactions 
with our suppliers. 

523
00:35:22,960 --> 00:35:26,240
So to my point, right at the 
beginning, I'm amazed at how 

524
00:35:26,240 --> 00:35:31,320
many organizations don't deliver
the great outstanding service 

525
00:35:31,320 --> 00:35:36,360
that they need to so. 
Emphasis on need to. 

526
00:35:36,880 --> 00:35:40,760
Need to, yes, need to. 
That's absolutely right. 

527
00:35:41,040 --> 00:35:45,760
And again, to you know that 
point, right, the customer 

528
00:35:45,760 --> 00:35:52,560
should be working inside the 
camp with the organization who 

529
00:35:52,640 --> 00:35:56,440
is trying to serve them because 
that's the best way of 

530
00:35:56,440 --> 00:35:59,920
understanding your customers 
needs and wants and wishes and 

531
00:36:00,200 --> 00:36:04,320
how things change you. 
You need to be partnering with 

532
00:36:04,320 --> 00:36:08,840
your customers who need to be 
helping you develop and deliver 

533
00:36:09,160 --> 00:36:12,160
your new products and services 
as you bring them to market as 

534
00:36:12,160 --> 00:36:13,440
well. 
And if you're not doing that, 

535
00:36:13,440 --> 00:36:15,480
you're missing a trick in this 
day and age. 

536
00:36:16,040 --> 00:36:22,800
So AI will now have the massive 
opportunity of transforming and 

537
00:36:22,800 --> 00:36:26,760
automating many of those 
interactions. 

538
00:36:26,760 --> 00:36:31,400
But there's an important point 
which says you should let your 

539
00:36:31,400 --> 00:36:37,960
customer decide how they would 
like to be served, whether they 

540
00:36:37,960 --> 00:36:44,800
want to be served using a chat 
bot or a video agent or an AI 

541
00:36:44,800 --> 00:36:49,520
avatar or whomever it might be. 
Whatever newfangled technology 

542
00:36:49,520 --> 00:36:53,840
AI brings to market, an AI 
agent, you should ask your 

543
00:36:53,840 --> 00:36:57,960
customer 1st and not just impose
it on them. 

544
00:36:59,000 --> 00:37:01,560
Because if you impose it on 
them, then you know, many 

545
00:37:01,560 --> 00:37:07,120
customers actually don't want to
adopt that Channel just yet. 

546
00:37:07,120 --> 00:37:13,120
Some are at different stages of 
technological maturity, let's 

547
00:37:13,120 --> 00:37:15,400
put it that way. 
An adoption. 

548
00:37:15,440 --> 00:37:17,320
Absolutely right. 
And you've got to treat your 

549
00:37:17,320 --> 00:37:21,000
customer like an individual, 
like a real person. 

550
00:37:21,960 --> 00:37:23,440
Because customers are always 
right. 

551
00:37:24,160 --> 00:37:29,280
Yeah, they're always right. 
Yeah, most of the time the the 

552
00:37:29,320 --> 00:37:31,200
inference of it is fair enough, 
right? 

553
00:37:31,200 --> 00:37:34,160
The nuance is right. 
Pays the bills at the end of the

554
00:37:34,160 --> 00:37:39,000
day, so. 
But AI now offers organisations 

555
00:37:39,000 --> 00:37:42,680
the massive opportunity to make 
things much more streamlined and

556
00:37:42,680 --> 00:37:46,600
efficient. 
But they must do so carefully 

557
00:37:46,600 --> 00:37:53,320
through the customer life cycle 
so as not to not not to really 

558
00:37:53,320 --> 00:37:56,080
upset the customer relationship 
simply. 

559
00:37:56,080 --> 00:38:00,480
Because I like that upset. 
I'm using my words really 

560
00:38:00,480 --> 00:38:03,200
carefully, I don't want to. 
I love that, you know, because 

561
00:38:03,200 --> 00:38:04,760
that, that that's a word I use 
often. 

562
00:38:04,760 --> 00:38:08,600
You know, I, I tell people I am 
the most authentic human being 

563
00:38:08,880 --> 00:38:11,000
walking the surface of this 
Earth, right? 

564
00:38:11,480 --> 00:38:16,560
And I am very easy to upset and 
very easy to please. 

565
00:38:16,600 --> 00:38:19,000
So, so you, you pick what you 
want, right? 

566
00:38:19,080 --> 00:38:20,680
I'm easy to please, easy to 
upset. 

567
00:38:20,800 --> 00:38:23,720
And I noticed that, you know, 
customers are actually very, 

568
00:38:23,720 --> 00:38:28,160
very sensitive, you know? 
Yeah, customers are easy to to 

569
00:38:28,160 --> 00:38:30,640
upset and interestingly easy to 
please as well. 

570
00:38:31,520 --> 00:38:35,400
So let's take the issue of 
right, let's take the issue of 

571
00:38:35,400 --> 00:38:38,280
AI. 
Now, I, I am not a naysayer. 

572
00:38:38,280 --> 00:38:41,440
I love the technology. 
I love the technology. 

573
00:38:41,760 --> 00:38:45,040
I've been in the world of 
technology all my working life. 

574
00:38:45,040 --> 00:38:47,440
So I you have. 
You have no choice but to love 

575
00:38:47,520 --> 00:38:53,720
AI because I am AI. 
However, however, however, as 

576
00:38:53,720 --> 00:38:58,840
always with every technological 
implementation, remember I said 

577
00:38:58,840 --> 00:39:00,760
my world is about 
implementation. 

578
00:39:01,120 --> 00:39:05,280
It needs to be done really 
carefully and with the. 

579
00:39:05,880 --> 00:39:07,760
Season carefully. 
Yeah. 

580
00:39:08,160 --> 00:39:12,000
And with your at the same time, 
you don't just throw technology 

581
00:39:12,360 --> 00:39:16,480
into the customer service center
or the contact center or the 

582
00:39:16,480 --> 00:39:20,240
marketing channels or the 
virtual agents or whatever it 

583
00:39:20,240 --> 00:39:22,720
might be, right? 
Don't just throw technology at 

584
00:39:22,720 --> 00:39:26,480
your customer because invariably
it doesn't work first time. 

585
00:39:27,400 --> 00:39:31,400
It only works so far. 
And then it's hugely frustrating

586
00:39:31,640 --> 00:39:36,000
because the technology, you 
haven't given it a way out and a

587
00:39:36,000 --> 00:39:41,280
way to interact, connect up the 
human to human and get itself 

588
00:39:41,440 --> 00:39:45,720
out of the way. 
So, you know, you need to do it 

589
00:39:45,720 --> 00:39:50,080
very, very carefully. 
But the world of AI is just 

590
00:39:50,080 --> 00:39:52,440
transforming things before our 
eyes. 

591
00:39:52,440 --> 00:39:58,680
I mean, the fact that you and I 
can actually clone ourselves. 

592
00:39:58,760 --> 00:40:02,160
And who knows whether these two 
people on this podcast are 

593
00:40:02,160 --> 00:40:03,680
actually real. 
Are we? 

594
00:40:06,760 --> 00:40:11,760
This is this is guys, guys, this
is this is AI and that is JD. 

595
00:40:13,000 --> 00:40:16,000
That's right. 
We are real at this moment in 

596
00:40:16,000 --> 00:40:17,080
time. 
We are. 

597
00:40:17,400 --> 00:40:22,520
But hey, we are going into 
worlds that are fascinating, are

598
00:40:22,520 --> 00:40:25,200
amazing, present, lots of 
opportunity. 

599
00:40:25,440 --> 00:40:30,040
But we must always remember it's
not about AI, it's not about 

600
00:40:30,040 --> 00:40:31,840
technology. 
It is still. 

601
00:40:32,400 --> 00:40:37,240
It is still about service. 
It is still about how you serve 

602
00:40:37,240 --> 00:40:40,560
your customer and your employees
and everybody else, right? 

603
00:40:40,800 --> 00:40:43,720
It's not about the AI. 
It's just another technology. 

604
00:40:44,680 --> 00:40:49,800
So in using AI, again, I say to 
many of the organizations that 

605
00:40:49,800 --> 00:40:54,200
I'm working with, be very 
strategic in what you're trying 

606
00:40:54,200 --> 00:40:58,120
to do with the capability that 
is now placed in your hands. 

607
00:40:58,240 --> 00:40:59,160
Exactly. 
Very careful. 

608
00:41:00,080 --> 00:41:04,120
Very careful as well, because we
know like every technological 

609
00:41:04,120 --> 00:41:08,800
innovation in the hands of bad 
actors, it will take you into 

610
00:41:08,800 --> 00:41:15,120
very bad places in the hand. 
Power corrupts, and absolute 

611
00:41:15,120 --> 00:41:17,560
power corrupts absolutely. 
Correct. 

612
00:41:17,840 --> 00:41:20,160
Absolutely. 
And we know that we're living it

613
00:41:20,160 --> 00:41:24,000
on a daily basis and we see 
cyber problems and threats 

614
00:41:24,000 --> 00:41:26,280
everywhere. 
AI is just going to 

615
00:41:26,280 --> 00:41:29,040
exponentialize that it really 
is. 

616
00:41:29,360 --> 00:41:32,400
So, you know, one of the things 
that I, I try and teach my, my 

617
00:41:32,400 --> 00:41:39,840
daughters as they're growing up 
is to think critically and to 

618
00:41:39,840 --> 00:41:46,280
discern very carefully the 
information, be it textual or 

619
00:41:46,280 --> 00:41:49,560
video or audio or however it's 
presented to you. 

620
00:41:50,120 --> 00:41:53,480
Just step back a little bit for 
a minute and engage brain, 

621
00:41:53,480 --> 00:41:57,360
because we still have a human 
brain to kind of, you know, 

622
00:41:57,360 --> 00:42:04,720
question and just clarify for 
yourself whether this is real, 

623
00:42:04,800 --> 00:42:07,880
whether it's true, whether it's 
something you want to take on. 

624
00:42:08,200 --> 00:42:12,840
And as the boundaries blur 
between human and artificial 

625
00:42:12,840 --> 00:42:15,600
intelligence, that's going to 
become harder and harder. 

626
00:42:16,040 --> 00:42:19,560
And, you know, we need to 
support and encourage and 

627
00:42:19,560 --> 00:42:22,360
challenge our younger 
generations as they come 

628
00:42:22,360 --> 00:42:26,440
through, as well as to how to 
discern carefully for themselves

629
00:42:26,440 --> 00:42:28,200
and think critically for 
themselves. 

630
00:42:29,160 --> 00:42:33,520
You know, I appreciate something
you are talking about and I 

631
00:42:33,520 --> 00:42:41,160
would love to, but I say come in
and summarize this beautiful 

632
00:42:41,160 --> 00:42:46,400
message of yours and I will 
summarize it in this way. 

633
00:42:47,480 --> 00:42:53,960
Customer centric or customer 
centered service delivery, That 

634
00:42:53,960 --> 00:42:59,240
is how I summarize it. 
You know the customer has to be 

635
00:42:59,240 --> 00:43:05,120
at the center of your decision 
making when it comes to the 

636
00:43:05,120 --> 00:43:07,000
service delivery. 
Simple. 

637
00:43:08,440 --> 00:43:10,320
I was reading an article 
yesterday. 

638
00:43:10,320 --> 00:43:13,160
I'm currently unable to to pull 
up that article. 

639
00:43:13,200 --> 00:43:21,680
But basically that article was 
talking about how we tend to 

640
00:43:21,680 --> 00:43:29,920
celebrate the big AI successes, 
the big AI tech companies, the 

641
00:43:29,920 --> 00:43:33,840
big AI solutions. 
Well, we don't tend to realize 

642
00:43:33,840 --> 00:43:38,000
that there have also been big 
AI, you know, failures. 

643
00:43:38,600 --> 00:43:40,760
Perhaps, yeah. 
There have been ex Google 

644
00:43:40,760 --> 00:43:45,400
employees, ex Apple executives 
that have you come up with 

645
00:43:45,400 --> 00:43:50,040
certain companies with AI 
solutions, but these companies 

646
00:43:50,040 --> 00:43:55,280
have gone under why? 
And when I study your beautiful 

647
00:43:55,320 --> 00:44:02,920
body of work and apply it to the
why, it's very simple. 

648
00:44:03,160 --> 00:44:10,640
You have to put the customer at 
the center of any technological 

649
00:44:10,640 --> 00:44:15,280
solution you're bringing in. 
And like you rightly said, AI is

650
00:44:15,280 --> 00:44:22,040
just another technology. 
It is very, very important to 

651
00:44:22,680 --> 00:44:28,120
identify customer pin points and
the customer pin points are 

652
00:44:28,120 --> 00:44:35,720
worth determine what AI solution
that you come up with in order 

653
00:44:35,720 --> 00:44:43,800
to enhance something you spoke 
about passionately efficiency of

654
00:44:44,400 --> 00:44:50,040
customer service delivery. 
The customer is the one who 

655
00:44:50,040 --> 00:44:55,640
determines how you serve them 
accurately said absolutely. 

656
00:44:55,640 --> 00:45:00,760
And if the customer is the one 
that determines that the 

657
00:45:00,760 --> 00:45:07,240
customer would ask for a 
certain, you know, service 

658
00:45:07,240 --> 00:45:11,240
methodologies, certain, you 
know, service requirements. 

659
00:45:11,240 --> 00:45:16,960
And that is where you introduce 
AI in order to enhance the 

660
00:45:17,000 --> 00:45:20,000
efficiency of that service 
delivery. 

661
00:45:20,360 --> 00:45:24,720
You do not just, you know, 
impose AI on your customers, you

662
00:45:24,800 --> 00:45:30,360
absolutely bring in AI to assist
you to meet that customer 

663
00:45:30,360 --> 00:45:37,920
pinpoint in a seamless and 
synergized and efficient way. 

664
00:45:38,480 --> 00:45:42,880
And that's simple. 
And that's how your message is. 

665
00:45:42,960 --> 00:45:47,000
But they are not listening. 
And that is why you're here with

666
00:45:47,000 --> 00:45:54,280
me today to help simplify and 
amplify your beautiful message. 

667
00:45:56,720 --> 00:45:58,360
Thank you, You've summarized it 
beautiful. 

668
00:45:59,160 --> 00:46:04,800
I hope I am doing a good job, 
you know, in, in sending the 

669
00:46:04,800 --> 00:46:11,880
message of Katie, you know, in 
collaboration with AI to, to, to

670
00:46:11,960 --> 00:46:14,880
the global population. 
Something right? 

671
00:46:14,880 --> 00:46:18,360
Like I'm listening, right? 
I hope they're listed. 

672
00:46:18,360 --> 00:46:22,720
Even the Bible says let them 
that have ears listen to what 

673
00:46:22,720 --> 00:46:25,520
the Spirit is saying. 
Amen to that. 

674
00:46:25,880 --> 00:46:28,960
You know, but, but you know, 
the, the what a beautiful way to

675
00:46:28,960 --> 00:46:31,600
segue to, to the next question 
that I have for you. 

676
00:46:32,080 --> 00:46:35,640
And that is, how can 
organizations track that right 

677
00:46:35,640 --> 00:46:40,800
balance between automation and 
the human touch in terms of 

678
00:46:40,800 --> 00:46:46,200
customer experience? 
So the probability, let's start 

679
00:46:46,280 --> 00:46:49,720
at the end if you'd like. 
The probability is that these 

680
00:46:49,720 --> 00:46:54,520
days, because of what we've said
before, many customers, in fact 

681
00:46:54,520 --> 00:47:00,440
most customers would be very 
happy with an automated level of

682
00:47:00,440 --> 00:47:05,160
service if they can get that 
interaction managed quickly, 

683
00:47:05,400 --> 00:47:09,080
seamlessly, effortlessly to 
their satisfaction. 

684
00:47:09,880 --> 00:47:13,280
You know it's the easiest thing 
to do to go on to the chat bot 

685
00:47:14,640 --> 00:47:19,920
to to hunt down the information,
but it has to be quick and easy 

686
00:47:20,200 --> 00:47:26,480
so actually my assumption is 
let's go with 80% right 8020 

687
00:47:26,480 --> 00:47:31,440
rule is always a good one. 
So let's assume that 80% of some

688
00:47:31,440 --> 00:47:34,880
of the customer support. 
Let me put it that way, 

689
00:47:35,200 --> 00:47:42,600
interactions and even pre sales 
service interactions can be 

690
00:47:42,600 --> 00:47:48,160
accomplished if the technology 
is implemented well enough with 

691
00:47:48,160 --> 00:47:51,680
the customer in mind, with the 
customer engaged in the process 

692
00:47:51,680 --> 00:47:56,760
and so on and so forth. 
Now, that means that the amount 

693
00:47:56,760 --> 00:48:03,600
of time that it has now freed up
the humans in the loop, the 

694
00:48:03,600 --> 00:48:07,400
humans in the loop offs customer
service. 

695
00:48:08,320 --> 00:48:13,480
They can devote more time to 
solving the problems, the 

696
00:48:13,480 --> 00:48:17,800
opportunities that the 
challenges that customers have 

697
00:48:17,880 --> 00:48:21,280
in a very human 1 to 1 manner 
because we're never going to get

698
00:48:21,280 --> 00:48:23,720
rid of that. 
And we shouldn't try to get rid 

699
00:48:23,720 --> 00:48:26,720
of that. 
But AI gives us the opportunity 

700
00:48:26,720 --> 00:48:32,240
to filter those that are much 
more transactional and get those

701
00:48:32,240 --> 00:48:37,280
done in a much better automated 
manner using a bit more AI than 

702
00:48:37,560 --> 00:48:42,040
the the the the ones that you 
know, you inferred before that 

703
00:48:42,560 --> 00:48:46,480
the customer will always 
remember how you made them feel.

704
00:48:47,080 --> 00:48:49,000
Uh huh. 
Yeah, not what exactly you did. 

705
00:48:49,640 --> 00:48:52,080
Right. 
And so for the most part, where 

706
00:48:52,080 --> 00:48:55,560
the interaction can be smooth 
and automated. 

707
00:48:55,760 --> 00:48:56,840
Love it. 
I love it. 

708
00:48:56,840 --> 00:49:00,640
It makes me feel good when I can
interact and get my answer 

709
00:49:00,640 --> 00:49:03,120
quickly and get whatever done 
quickly, right? 

710
00:49:03,640 --> 00:49:07,240
But when I can't and I have to 
phone up or I have to press the 

711
00:49:07,240 --> 00:49:10,840
button to speak to an agent or 
whomever it is, I want that to 

712
00:49:10,840 --> 00:49:13,200
be quick. 
I want them to know everything 

713
00:49:13,200 --> 00:49:16,000
that I've said before. 
We want it to be highly 

714
00:49:16,000 --> 00:49:19,840
personalized, and the 
technology's there to be able to

715
00:49:19,840 --> 00:49:21,960
do that. 
So there's no good reason, 

716
00:49:21,960 --> 00:49:25,160
There's no good excuse for not 
doing that. 

717
00:49:25,520 --> 00:49:30,520
But then I want to quickly get 
out of the, if you like AI 

718
00:49:30,520 --> 00:49:34,040
process and get to a human being
and you've got to have a big, 

719
00:49:34,440 --> 00:49:37,160
let me put it this way, you've 
got to have a big red button on 

720
00:49:37,160 --> 00:49:40,160
the side that says Get Me Out 
and get me talking to a human 

721
00:49:40,160 --> 00:49:45,280
being. 
I'm telling you. 

722
00:49:45,520 --> 00:49:48,760
I about that, for goodness sake,
let me just talk to somebody. 

723
00:49:49,680 --> 00:49:53,240
Right, exactly. 
I've experienced that several 

724
00:49:53,240 --> 00:49:56,120
times because you need 
personalized service and 

725
00:49:56,320 --> 00:49:59,640
sometimes these companies just 
impose the AI automated 

726
00:49:59,640 --> 00:50:03,840
questions that do not even 
relate to your, you know, 

727
00:50:03,840 --> 00:50:07,280
pinpoint at the time. 
And it is actually very 

728
00:50:07,280 --> 00:50:10,960
frustrating because sometimes 
your pinpoint is important and 

729
00:50:10,960 --> 00:50:15,480
it's urgent and you have those 
companies keep forcing you to, 

730
00:50:15,480 --> 00:50:19,480
to interact with the AI that is 
not even solving that unique 

731
00:50:19,520 --> 00:50:21,080
problem that you have at that 
time. 

732
00:50:21,080 --> 00:50:24,800
So it's very, very annoying. 
I love what you, you actually 

733
00:50:24,800 --> 00:50:27,920
suggested there. 
It's very important to be able 

734
00:50:27,920 --> 00:50:30,640
to have that option. 
Human beings love to have the 

735
00:50:30,640 --> 00:50:34,280
option, the agency right to be 
able to. 

736
00:50:35,520 --> 00:50:38,760
And, and you know, how foolish, 
how foolish of companies to 

737
00:50:38,760 --> 00:50:42,080
think, Oh, well, you know, we'll
just upset a few customers and 

738
00:50:42,080 --> 00:50:47,760
that's fine, You know, because 
in this day and age of options, 

739
00:50:47,880 --> 00:50:52,600
a plethora of options, and the 
fact that, as you said earlier 

740
00:50:52,600 --> 00:50:56,960
on, we as human beings are often
quite fickle, I have to hold up 

741
00:50:56,960 --> 00:50:58,760
my hand and say, well, I know I 
am. 

742
00:50:58,760 --> 00:51:02,760
Very sensitive. 
If I get poor service, I 

743
00:51:02,760 --> 00:51:05,480
immediately think, oh, I'm fed 
up with this, I want to go to a 

744
00:51:05,480 --> 00:51:07,880
different supplier. 
Exactly. 

745
00:51:07,880 --> 00:51:11,040
These days, technology enables 
me to do it very, very. 

746
00:51:11,040 --> 00:51:12,520
Quickly. 
Very quickly. 

747
00:51:14,160 --> 00:51:18,400
Very quickly. 
How foolish the organization 

748
00:51:18,400 --> 00:51:24,520
that thinks it can get away with
just mediocre service and the 

749
00:51:24,520 --> 00:51:25,880
customer's going to put up with 
it. 

750
00:51:26,200 --> 00:51:31,560
The customer doesn't need to put
up with it anymore anymore and 

751
00:51:31,560 --> 00:51:34,080
they're our competitors. 
Here's the other aspect for a 

752
00:51:34,080 --> 00:51:39,120
CEO C-Suite leader. 
Remember, there are competitors 

753
00:51:39,120 --> 00:51:44,920
that haven't yet come to market 
that are going to be AI first, 

754
00:51:44,920 --> 00:51:48,160
not even cloud first. 
They're going to be AI first 

755
00:51:48,160 --> 00:51:51,680
organizations. 
When they come to market from 

756
00:51:51,680 --> 00:51:56,720
left field, they will eat your 
market share at the drop of a 

757
00:51:56,720 --> 00:51:59,360
hat. 
If you are not paying attention 

758
00:51:59,680 --> 00:52:05,000
and serving exceptionally well. 
You will be out of business if 

759
00:52:05,000 --> 00:52:07,200
you don't serve your customer 
exceptionally well. 

760
00:52:08,120 --> 00:52:12,720
It's as simple as that because 
AI and cloud technologies and 

761
00:52:12,720 --> 00:52:16,240
great IT technologies enable us 
to do that these days. 

762
00:52:16,640 --> 00:52:20,520
Set up a business with very 
little expense. 

763
00:52:21,440 --> 00:52:24,280
Not like years gone by. 
Now you can set up a business 

764
00:52:24,760 --> 00:52:27,400
within a day, within hours, 
easily. 

765
00:52:27,960 --> 00:52:32,200
So more fool. 
The organization that thinks, Oh

766
00:52:32,200 --> 00:52:33,560
well, the customer's not going 
to churn. 

767
00:52:33,560 --> 00:52:35,040
They're not going to go anywhere
else. 

768
00:52:35,600 --> 00:52:39,280
They'll be OK with a mediocre 
level of technology enabled 

769
00:52:39,280 --> 00:52:40,760
service. 
They won't. 

770
00:52:41,160 --> 00:52:44,200
Trust me, they won't. 
That's that's a peak deletion, 

771
00:52:44,200 --> 00:52:46,400
right? 
Absolutely. 

772
00:52:47,440 --> 00:52:49,640
And deletion is not a good 
solution. 

773
00:52:50,240 --> 00:52:53,480
It's not. 
Yeah, it's, it's kind of 

774
00:52:53,480 --> 00:52:57,320
interesting what's happening in 
the landscape of professional 

775
00:52:57,320 --> 00:53:01,920
services and, you know, service 
delivery across various 

776
00:53:02,000 --> 00:53:04,760
industries. 
I did see a very disturbing, you

777
00:53:04,760 --> 00:53:10,240
know, piece of news that brought
a disturbing statistic and one, 

778
00:53:10,240 --> 00:53:15,400
one of the big professional 
services firms said to be caught

779
00:53:15,400 --> 00:53:21,000
in one here in the UK. 
And I think the author was 

780
00:53:21,000 --> 00:53:25,640
talking about is this a function
of automation or recession? 

781
00:53:26,160 --> 00:53:28,200
So I'd like for you to touch on 
that. 

782
00:53:28,240 --> 00:53:33,120
So what is the major cause of, 
you know, the job losses we 

783
00:53:33,120 --> 00:53:38,520
we're seeing right now, you 
know, in the US and the UK 

784
00:53:39,080 --> 00:53:42,200
economy? 
Do you think it's a function of 

785
00:53:42,240 --> 00:53:45,640
automation or? 
A function of recession I I 

786
00:53:45,640 --> 00:53:49,360
think is a bit of both, right. 
The reality is we know we're 

787
00:53:49,360 --> 00:53:53,520
still in fairly tight times. 
You know, costs are still going 

788
00:53:53,520 --> 00:53:55,280
up. 
People's, you know, living 

789
00:53:55,280 --> 00:53:58,400
expenses are, are being squeezed
even more. 

790
00:53:59,120 --> 00:54:04,040
So organizations as well as 
consumers are being careful in 

791
00:54:04,040 --> 00:54:09,200
the money that they spend. 
So there is a financial need to 

792
00:54:09,240 --> 00:54:12,400
manage your costs very carefully
at the moment. 

793
00:54:12,520 --> 00:54:17,240
At the same time as that there 
is the AI and automation 

794
00:54:17,320 --> 00:54:22,000
opportunity. 
And by the way, flip side of the

795
00:54:22,000 --> 00:54:26,560
same coin, right, automation and
AI, there's a lot of 

796
00:54:26,560 --> 00:54:30,400
organizations, a lot of leaders 
that think, oh, I need to do AI 

797
00:54:30,400 --> 00:54:33,640
for this and I need AI for that,
when often what they need is 

798
00:54:33,640 --> 00:54:37,200
just a bit of good automation. 
Automation technology have been 

799
00:54:37,200 --> 00:54:40,560
around for years. 
You can do that without needing 

800
00:54:40,560 --> 00:54:44,040
to layer on the AI capability 
over the top of that. 

801
00:54:44,520 --> 00:54:47,160
If you've done automation well, 
big if. 

802
00:54:47,160 --> 00:54:51,120
If you've done automation well 
and you've got good data 

803
00:54:51,120 --> 00:54:54,840
structures and such like serving
the systems and the processes 

804
00:54:54,840 --> 00:54:57,560
that serve your customers. 
Very true. 

805
00:54:57,560 --> 00:55:00,400
Then you. 
Can layer on the AI capability 

806
00:55:00,400 --> 00:55:05,000
over the top of that to tease 
out the intelligence that you've

807
00:55:05,000 --> 00:55:07,680
never been able to do in the 
past because you've not been 

808
00:55:07,680 --> 00:55:14,640
able to mine huge amounts of 
data to spot trends and problems

809
00:55:14,640 --> 00:55:18,160
and opportunities and challenges
in the way we can do today. 

810
00:55:19,880 --> 00:55:22,440
So I think it's a bit of both. 
So I think there are some 

811
00:55:22,440 --> 00:55:28,040
industries therefore that will 
fall foul to the new AI 

812
00:55:28,040 --> 00:55:31,160
technologies and professional 
services. 

813
00:55:31,160 --> 00:55:35,400
Stroke consulting may well be 
one of those because you and I 

814
00:55:35,600 --> 00:55:42,240
can go on to the Chat GPTS or 
the, you know, Geminis or Co 

815
00:55:42,240 --> 00:55:44,880
pilots or anybody, any of the 
LLMS of the world. 

816
00:55:44,880 --> 00:55:48,760
And we can interact with the 
knowledge that seemingly is out 

817
00:55:49,280 --> 00:55:53,680
anywhere at everywhere. 
And we can draw on that 

818
00:55:53,680 --> 00:55:58,160
knowledge ourselves without 
necessarily needing third 

819
00:55:58,160 --> 00:56:02,080
parties, which historically 
we've needed to do the research 

820
00:56:02,080 --> 00:56:04,360
for it, put it all together in a
strategy. 

821
00:56:04,400 --> 00:56:07,080
We can do that in minutes, 
minutes. 

822
00:56:07,080 --> 00:56:10,040
I mean, This is why it's so mind
blowing. 

823
00:56:10,280 --> 00:56:15,440
The technology is phenomenal. 
It previously would take me not 

824
00:56:15,440 --> 00:56:20,640
even days and weeks, but months 
to do the research, compile it 

825
00:56:20,640 --> 00:56:23,600
all together, pair it with 
market trends, do some 

826
00:56:23,600 --> 00:56:27,840
benchmarking, put the strategy 
together that's based on my core

827
00:56:27,840 --> 00:56:31,400
competencies, and actually come 
up with a way forward for my 

828
00:56:31,400 --> 00:56:33,440
business for the next 12 to 18 
months. 

829
00:56:33,880 --> 00:56:36,600
Guess what? 
I can do that in half an hour 

830
00:56:36,640 --> 00:56:38,320
these days. 
Wow. 

831
00:56:38,600 --> 00:56:41,320
And my, my jaw is not a jaw. 
I mean it. 

832
00:56:41,320 --> 00:56:44,320
Genuinely, I'm blown away by 
some of this capability. 

833
00:56:45,520 --> 00:56:49,200
Door and the door. 
I love the cake you just baked 

834
00:56:49,800 --> 00:56:53,000
and I'm gonna add an icing to 
that cake. 

835
00:56:53,000 --> 00:57:00,680
You actually beautifully, you 
know, explained the, the, what I

836
00:57:00,680 --> 00:57:04,040
say the relevance and the 
benefits of automation. 

837
00:57:05,280 --> 00:57:12,160
But the icing on the cake is 
automation actually also 

838
00:57:12,480 --> 00:57:18,600
enhances scalability or you 
know, businesses and my 

839
00:57:18,600 --> 00:57:23,560
business, you know, KDMS 
Consulting Limited, we are CFO 

840
00:57:23,560 --> 00:57:28,560
advisory firm and basically be 
our businesses to help 

841
00:57:28,560 --> 00:57:32,040
businesses, mind their business,
you know, help them grow and we 

842
00:57:32,040 --> 00:57:35,080
grow. 
But the interesting thing is you

843
00:57:35,080 --> 00:57:37,440
know, we deal with SM ES, we 
deal with startups. 

844
00:57:37,440 --> 00:57:42,560
We're basically in that business
of helping you start up, scale 

845
00:57:42,560 --> 00:57:47,120
up and sell out. 
And that is what organizations 

846
00:57:47,120 --> 00:57:48,680
need to do in this stage in 
time. 

847
00:57:49,280 --> 00:57:52,520
Start up, you scale up and you 
sell out. 

848
00:57:54,320 --> 00:57:57,440
You know, and when you're 
managing your business, it's 

849
00:57:57,440 --> 00:58:01,720
very important to realize that 
revenue is vanity, profit is 

850
00:58:01,720 --> 00:58:06,160
sanity, and cash is king. 
And if you wish, you can say 

851
00:58:06,160 --> 00:58:10,280
cash is reality. 
These studies the date. 

852
00:58:10,920 --> 00:58:15,880
Exactly, you know, and 
automation is very, very 

853
00:58:15,880 --> 00:58:22,000
integral to to the heart of the 
businesses that will succeed 

854
00:58:23,400 --> 00:58:25,800
absolutely. 
And going into the future, you 

855
00:58:25,800 --> 00:58:30,440
know, but I would ask you that 
what you know, you, you are the 

856
00:58:30,440 --> 00:58:33,240
pro. 
I am the Joe because you've got 

857
00:58:33,240 --> 00:58:39,000
35 plus years of experience. 
And I'm not even up to 35 years 

858
00:58:39,000 --> 00:58:43,440
old right now. 
I'm just 33 years old, you know.

859
00:58:44,720 --> 00:58:50,360
Be 33 again. 
No way, you know with. 

860
00:58:50,920 --> 00:58:53,320
All the opportunity available to
you, right? 

861
00:58:53,760 --> 00:58:56,640
Well, it's fantastic. 
Great opportunities. 

862
00:58:57,040 --> 00:59:00,280
I love you. 
You know, we know you're a very,

863
00:59:00,280 --> 00:59:04,920
very busy man and you would need
to, you know, run off to your 

864
00:59:04,920 --> 00:59:07,800
next meeting soon. 
But before you run, you know, 

865
00:59:07,800 --> 00:59:11,480
they say a, a gold, a gold feast
has no hide in place. 

866
00:59:11,760 --> 00:59:14,200
You know, you can run, but you 
cannot hide. 

867
00:59:14,560 --> 00:59:21,280
So my, my last question to you 
before I push you through the 

868
00:59:21,280 --> 00:59:24,040
round of fire. 
And of course, before we set up 

869
00:59:24,040 --> 00:59:28,520
our, our Part 2 for, you know, 
this very, very fantastic 

870
00:59:28,800 --> 00:59:30,200
episode. 
And of course, you know, 

871
00:59:30,680 --> 00:59:35,520
congratulations to you and 
myself for these beautiful 

872
00:59:35,520 --> 00:59:40,760
conversation we've had and the 
milestone episode 100. 

873
00:59:41,600 --> 00:59:46,280
Yeah. 
Just a 100. 

874
00:59:46,280 --> 00:59:49,000
I think it's, it's just a 
really, really beautiful thing. 

875
00:59:49,040 --> 00:59:53,280
And for me, it's really lovely 
that it's we we've spoken a lot 

876
00:59:53,280 --> 00:59:57,760
about something that is dear to 
my heart, my initials and my, my

877
00:59:57,760 --> 01:00:04,880
gospel AI, you know, what do you
think have been the myths and 

878
01:00:04,880 --> 01:00:10,760
the mistakes around AI adoption 
that you've observed so far in 

879
01:00:10,760 --> 01:00:14,400
the global? 
Market One big one is that 

880
01:00:15,280 --> 01:00:23,040
organizations and leaders wait 
to see what happened, learn from

881
01:00:23,120 --> 01:00:27,960
other people's mistakes. 
I think that's fallacy because 

882
01:00:27,960 --> 01:00:32,360
by the time you then decide, Oh 
well I better dip my toe into 

883
01:00:32,360 --> 01:00:37,000
the AI world, it's too late 
because your competitors will 

884
01:00:37,000 --> 01:00:40,560
have done it long before you. 
They will have tried and tested 

885
01:00:40,560 --> 01:00:44,040
and failed at some experiments, 
but they will have exceeded in 

886
01:00:44,040 --> 01:00:48,080
others and they will have gained
competitive advantage. 

887
01:00:51,120 --> 01:00:55,760
Business and your market. 
And you run the risk of putting 

888
01:00:55,760 --> 01:00:59,360
yourself out of business if you 
don't jump in. 

889
01:00:59,400 --> 01:01:03,520
And frankly, with kind of both 
feet knowing that you're going 

890
01:01:03,520 --> 01:01:06,640
to learn some lessons, harsh 
lessons along the way. 

891
01:01:06,880 --> 01:01:12,000
But what you'll win at well will
be phenomenal. 

892
01:01:12,880 --> 01:01:17,640
It's exponential. 
AI is an exponential growth 

893
01:01:17,760 --> 01:01:21,440
lever. 
It's as simple as that and for 

894
01:01:21,520 --> 01:01:27,560
for somebody to be overly 
cautious and risk averse now to 

895
01:01:27,560 --> 01:01:29,360
say no, I'm not going to do 
that. 

896
01:01:29,360 --> 01:01:32,080
We'll wait and see what you know
Fred does next door. 

897
01:01:32,120 --> 01:01:36,680
Good luck with that. 
I don't be alive in two to five 

898
01:01:36,680 --> 01:01:39,200
years time. 
Good luck. 

899
01:01:41,320 --> 01:01:42,560
I'm sorry about that. 
It is. 

900
01:01:42,560 --> 01:01:45,800
And I say that from the 
perspective of, you know, I'm, 

901
01:01:45,920 --> 01:01:49,480
I'm working with organisations 
that are trying to bring AI in. 

902
01:01:49,480 --> 01:01:52,840
They're doing the right things. 
They may be struggling with how 

903
01:01:52,840 --> 01:01:56,720
quickly they can do it. 
But yeah, as you alluded to 

904
01:01:56,720 --> 01:01:58,360
before, right, you've been using
AI. 

905
01:01:58,400 --> 01:02:02,640
I've been using AIAI, of course,
is not new. 

906
01:02:02,640 --> 01:02:06,680
What's been new in the public 
mind is the large language 

907
01:02:06,680 --> 01:02:09,160
models. 
But AI has been around when I 

908
01:02:09,160 --> 01:02:14,080
was around at the big IT. 
I have been around. 

909
01:02:15,800 --> 01:02:17,800
There we are. 
But I, you know, we were 

910
01:02:17,800 --> 01:02:21,080
working, I was working at the IT
software company in 2000 and 

911
01:02:21,080 --> 01:02:26,760
1617 when we were working on our
machine learning and AI models. 

912
01:02:27,320 --> 01:02:32,400
So it's been around for at least
a decade, and in fact, more than

913
01:02:32,400 --> 01:02:35,320
that. 
It's just exactly, very, very 

914
01:02:35,320 --> 01:02:37,520
true. 
Generative AI. 

915
01:02:39,000 --> 01:02:40,640
I, I, I really love what you're 
saying. 

916
01:02:40,640 --> 01:02:42,680
I really, really love what 
you're saying because I tell 

917
01:02:42,680 --> 01:02:47,200
people way back in 2018 while I 
was on PwC, we were using AI 

918
01:02:47,200 --> 01:02:50,440
already. 
So when you see me very, very 

919
01:02:50,440 --> 01:02:53,600
friendly with AI and you 
surprised them, like, excuse me,

920
01:02:53,960 --> 01:02:57,120
we've been using this thing, you
know, for decades now. 

921
01:02:57,120 --> 01:03:00,720
Like you just tell me you just 
came to the knowledge of it. 

922
01:03:02,480 --> 01:03:04,280
Yeah. 
So I think that the. 

923
01:03:05,040 --> 01:03:08,920
I just coming on. 
It's a really RIM, and I would 

924
01:03:08,920 --> 01:03:13,080
really urge any of your 
listeners not to wait, whether 

925
01:03:13,080 --> 01:03:15,560
they're small, medium size or 
large. 

926
01:03:15,560 --> 01:03:21,280
Don't wait to employ AI 
capabilities, technologies, 

927
01:03:21,280 --> 01:03:28,040
tools, but there's the big but. 
Use expert advisors to help 

928
01:03:28,040 --> 01:03:32,400
guide you through that process. 
And the process for me says it's

929
01:03:32,400 --> 01:03:35,440
not about the technology. 
We'll get the technology. 

930
01:03:35,440 --> 01:03:37,960
Trust me, we will because 
everything runs on the 

931
01:03:38,040 --> 01:03:41,680
technology. 
But stay focused on what you're 

932
01:03:41,680 --> 01:03:44,960
trying to achieve, your business
outcomes, the value you provide 

933
01:03:44,960 --> 01:03:47,760
to your customers. 
And we'll work back from there. 

934
01:03:48,080 --> 01:03:50,640
And then we'll bring in 
automation technology, AI 

935
01:03:50,640 --> 01:03:54,720
technology, all the right things
for the right reasons that will 

936
01:03:54,720 --> 01:03:57,440
give you the right results at 
the right time. 

937
01:03:57,440 --> 01:03:59,280
It's simple. 
There it is. 

938
01:04:01,080 --> 01:04:05,760
Simple as ABC and the ABC of 
communication is be accurate, be

939
01:04:05,760 --> 01:04:08,840
brief and be concise. 
And of course, you have actually

940
01:04:08,840 --> 01:04:12,880
hit the nail on the on the head.
So, but one thing I really 

941
01:04:12,880 --> 01:04:17,000
appreciate that you spoke about 
was businesses early adopting 

942
01:04:17,200 --> 01:04:22,960
AI, you know, testing and 
failing and testing till you 

943
01:04:23,000 --> 01:04:28,400
find the right, you know, AI 
tools, AI capabilities. 

944
01:04:28,400 --> 01:04:30,960
And that is something I've done 
with this podcast. 

945
01:04:30,960 --> 01:04:33,360
You know, I've used two 
different tools, you know, 

946
01:04:33,360 --> 01:04:38,080
before achieving the right set 
of tools and combinations to 

947
01:04:38,080 --> 01:04:40,960
utilize. 
You can go back to episode 1, 

948
01:04:41,200 --> 01:04:43,440
look at the journey up onto 
episode 100. 

949
01:04:43,760 --> 01:04:46,320
And you know, I'm grateful for 
what we've been able to 

950
01:04:46,320 --> 01:04:49,200
accomplish. 
And I'm also very, very grateful

951
01:04:49,200 --> 01:04:52,400
for for your time today. 
You know, they say an attitude 

952
01:04:52,400 --> 01:04:54,800
of gratitude is good attitude. 
And when somebody shares their 

953
01:04:54,800 --> 01:04:57,520
time with you, they share their 
life with you because the Sr. 

954
01:04:57,520 --> 01:05:00,320
unit for measuring life this 
time. 

955
01:05:00,440 --> 01:05:03,560
Without further ado, I know you 
have to run away shortly. 

956
01:05:03,800 --> 01:05:08,440
I'm going to put you through the
Pacific Ring of Fire because I 

957
01:05:08,440 --> 01:05:11,720
know that I know a little bit 
about your, your, your origin, 

958
01:05:11,760 --> 01:05:14,240
right, your heritage. 
And of course you are from 

959
01:05:14,240 --> 01:05:18,960
somewhere that is close to the 
Pacific Ring of Fire youth from 

960
01:05:18,960 --> 01:05:22,880
Soviet that is around the Indian
Ocean and the Pacific Ocean. 

961
01:05:23,400 --> 01:05:27,280
So let me let me brought you 
through 5 quick questions. 

962
01:05:27,280 --> 01:05:30,480
Just tell me what comes to your 
mind real quick and #1 what's 

963
01:05:30,480 --> 01:05:34,000
the best book you've read on 
leadership or innovation? 

964
01:05:34,080 --> 01:05:39,520
I would go back a few years to 
when Daniel Goldman first 

965
01:05:40,440 --> 01:05:45,640
broached the notion of emotional
intelligence and his book, his 

966
01:05:45,640 --> 01:05:48,960
first book on emotional 
intelligence was mind blowing 

967
01:05:49,080 --> 01:05:52,800
and for leadership, I think it 
was a defining moment for 

968
01:05:52,800 --> 01:05:55,640
leadership. 
I like that. 

969
01:05:55,640 --> 01:05:59,560
I would endeavor to add that 
resource to to the show notes so

970
01:05:59,560 --> 01:06:02,760
our our audience are able to 
benefit from that. 

971
01:06:02,920 --> 01:06:06,960
So #2 AI or Human Torch. 
If you had to pick only one for 

972
01:06:06,960 --> 01:06:08,920
service excellence, what would 
you pick? 

973
01:06:10,080 --> 01:06:13,600
I'd never pick only one. 
It has. 

974
01:06:14,440 --> 01:06:18,000
It has to be both We. 
We want a strong army here, so 

975
01:06:18,040 --> 01:06:22,320
we'll go with war on that. 
I'm going to go with AI and the 

976
01:06:22,320 --> 01:06:26,520
reason I did that is because. 
Because AI is with you here, 

977
01:06:26,800 --> 01:06:30,600
that is the reason why. 
How could I forget? 

978
01:06:31,360 --> 01:06:36,000
The reality is that percent of 
interaction can be done very, 

979
01:06:36,120 --> 01:06:41,840
very well by AI. 
OK #3 the biggest misconception 

980
01:06:41,840 --> 01:06:43,680
people have about customer 
service. 

981
01:06:43,720 --> 01:06:47,600
That customer experience can be 
delivered to by an organization.

982
01:06:48,280 --> 01:06:50,520
Only customer service can be 
delivered. 

983
01:06:51,960 --> 01:06:55,640
Interesting #4 What's 1 daily 
habit that helps you stay ahead 

984
01:06:55,640 --> 01:06:59,960
of the curve? 
I pray every morning. 

985
01:06:59,960 --> 01:07:04,680
I love. 
That amount of faith libacies. 

986
01:07:04,680 --> 01:07:08,840
Watch and pray and of course, 
have you seen a man diligent in 

987
01:07:08,840 --> 01:07:10,720
his work? 
He says time before kings and 

988
01:07:10,720 --> 01:07:12,560
not me a man. 
I love that. 

989
01:07:12,880 --> 01:07:15,760
So final question finish this 
sentence. 

990
01:07:15,760 --> 01:07:19,600
Great service starts with dash. 
What is dash? 

991
01:07:21,560 --> 01:07:27,360
Hey, Speaking of great people, 
thank you very much for being 

992
01:07:27,360 --> 01:07:31,280
great and of course being a 
great person and being on the 

993
01:07:31,280 --> 01:07:34,520
podcast today. 
My final call to action would be

994
01:07:34,800 --> 01:07:39,000
for people to, you know, take 
advantage of your free webinar 

995
01:07:39,000 --> 01:07:43,120
and customer service 
revolutionizer framework of via 

996
01:07:43,120 --> 01:07:48,840
www.service-revolution.com. 
So that is going to be in the 

997
01:07:48,840 --> 01:07:54,600
show notes as well. 
So before you go, do you have 

998
01:07:54,600 --> 01:07:56,040
anyone to give a shout out to 
you? 

999
01:07:56,040 --> 01:08:00,520
And of course, kindly encourage 
the audience to please share, 

1000
01:08:00,600 --> 01:08:05,880
like subscribe, do the needful. 
I am working very, very hard to 

1001
01:08:05,920 --> 01:08:09,720
bring in great people like Juan 
Diaz. 

1002
01:08:10,360 --> 01:08:15,640
Please let's at the work go to 
meet the people that need it. 

1003
01:08:15,880 --> 01:08:20,279
So over to you, Juan. 
Adamato, thanks very much for 

1004
01:08:20,279 --> 01:08:22,760
the conversation. 
I've enjoyed it enormously. 

1005
01:08:22,760 --> 01:08:28,120
We clearly share a passion for 
inspiring others and educating 

1006
01:08:28,120 --> 01:08:34,040
others and offering them our our
experience, right, because we 

1007
01:08:34,040 --> 01:08:37,200
stand on the shoulders of those 
who've gone before us. 

1008
01:08:37,560 --> 01:08:41,120
And As for human rights, we need
to continue to learn. 

1009
01:08:41,720 --> 01:08:45,359
So I'm happy to be with you and 
to share the conversation. 

1010
01:08:45,359 --> 01:08:46,600
Thank you very much for the 
time. 

1011
01:08:47,279 --> 01:08:49,880
And of course, thank you very 
much once again, and of course, 

1012
01:08:49,880 --> 01:08:54,920
love and respect to you. 
God bless you Sir and of course 

1013
01:08:54,920 --> 01:08:57,680
till you guys see me again, look
after yourselves and do the 

1014
01:08:57,680 --> 01:09:00,359
needful. 
Go share, like, subscribe, and 

1015
01:09:00,359 --> 01:09:02,680
I'll be in your faces again 
soon.